InQuest will make a reasonable effort to ensure that its support staff promptly responds to Customer calls,
responds to Customer support tickets, responds to Customer questions, and resolves product issues, according
to the priority definitions and target initial response times identified in the table below:

Issue Priority

Basic Description of Issue Priority

Target Initial Response Time

Additional Notes

Issue Priority 1 URGENT
Target Initial Response Time: Within 4 hours

Basic Description of Issue Priority

Additional Notes

Priority 1URGENT

Issues where InQuest core service components are rendered inoperable.

Customer work stoppage.

No workaround available.

Around-the-clock InQuest commitment to address the issue.

Within 4 hours

Issue may be submitted via phone or through the support portal, but it must be accompanied by a
detailed description of the issue in a support ticket as well as the Collector & Manager logs
from the Manager console in order to qualify as a Priority 1.

If Customer does not assign (or otherwise make available) an around- the-clock resource to engage
with InQuest during the troubleshooting phase, the case will automatically be reclassified as a
Priority 2 until such time as the necessary Customer resource will be available.

Each customer will have input into determining the priority level of an issue, but the final determination
will be made solely by the InQuest Support Team after they have been able to conduct their initial assessment
of the issue.

Please note that these are non-binding service level targets, and while reasonable efforts will be made to
achieve these targets, failure to do so is not considered a material breach of any agreement, nor can InQuest
be held liable, financially or otherwise, on missed targets.